1. Items can be exchanged seven (7) days from receipt of the delivered merchandise,
2. All items for exchange, must be in new, unworn condition with tags in-tact and not washed. Mosaic reserves the right to determine whether it is defective or caused by normal wear and tear. Items damaged as a result of normal wear and tear will not be accepted and/or accommodated.
3. Items can be exchanged at any of our stores in Manila by presenting the order number and receipt date of package or sales invoice together with the actual merchandise.
4. Once the items are received by us, we will send a confirmation via email or SMS.
5. Mosaic will not cover any shipping expenses for returns and exchanges. Should the customer choose to have the replacement shipped within or outside Metro Manila, the customer will shoulder further shipping expenses.
6. We only allow one (1) time exchange of items, kindly make sure that chosen item for replacement is in right size/color/style.
7. ALL SALE ITEMS ARE FINAL (no return no exchange) All item(s) purchased at a discounted price—sale, limited offer, etc.—are final and will not be accepted for exchange.
8. For in-store exchange, only items available in-store are applicable as replacement items. Replacement items that are chosen online (Online exclusive items; items that are only available online) is not possible for in-store pick up.
9. For items that are only available online, kindly send a request for exchange to email@example.com, our online team will be happy to assist you regarding direct to online exchange.
10. Please note that not all chosen replacement items are available. Please wait for confirmation from our online team if item is available for exchange.
11. Requests of store credits/ refunds is not available.
12. The management reserves the right to limit returns or exchanges if the customer fails to fully comply with the provided terms and conditions.
My item is incorrect, damaged, or defective. What do I do?
We’re sincerely sorry about that! We accept exchanges for incorrect sizes and factory defects. You may send us a photo and contact us at firstname.lastname@example.org and our online team will be happy to assist you.
I ordered the wrong size. Can I still have it exchanged?
Yes, we accept size exchanges. If in case your item is no longer in your requested size and/or color, you may request for another style and/or color, provided that it is of the same value or higher.
Can I return or exchange item(s) I bought on sale/at a discounted price?
All item(s) purchased at a discounted price—sale, limited offer, etc.—are final and will not be accepted for returns and/or exchange.
I’m unable to go to your store. Can I return them online?
Sure, you can. Here’s how it works:
1. send us an exchange request to email@example.com, with your order number
2. our online team will respond in 24-48 hours
Please note that this will be further evaluated and will be subject for approval upon our receipt of your return package.
What about shipping expenses for online returns?
For an exchange request, Mosaic will not cover any shipping expenses incurred by the customer, within or outside Metro Manila upon request to return or exchange. Should the returned item fail to pass further inspection, Mosaic will not shoulder shipping expenses to return the item to the owner.